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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

2. Which of the following sentences BEST describes a Standard Change?

A) A pre-authorised Change that has an accepted and established procedure
B) A Change that correctly follows the required Change process
C) A Change that is made as the result of an audit
D) A Change to the service provider's established policies and guidelines

3. Which of the following would NOT trigger Service Level Management activity?

A) Changes in strategy or policy
B) Service breaches
C) Standard Changes
D) Service review meetings

4. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A) 1 and 2 only
B) 1 and 3 only
C) All of the above
D) 1 only

5. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Service Catalogue Manager
B) Process Manager
C) IT Designer/Architect
D) Supplier Manager

Solutions: